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Mobile Traffic and Sales Soar in the Fourth Quarter

Jan 20, 2014 3:15:26 PM

New data from IBM Digital Analytics shows that mobile online traffic and sales in the United States soared in the fourth quarter of 2013, accounting for 35 percent of all online traffic and for 16.6 percent of all online sales, up significantly from...

The Telephone Consumer Protection Act in 2014

Jan 16, 2014 9:36:44 AM
Changes to the Telephone Consumer Protection Act will impact the contact center industry in 2014.

Everyone in the contact center industry agrees that last year's changes to the Telephone Consumer Protection Act (TCPA) will have a big impact on...

Bright Pattern to Host Webinar on Cloud Contact Center Solutions for Global Communities

Jan 14, 2014 5:52:52 PM

Burak Yenier of UberCloud and the High-Performance Computing Experiment explains how he leverages cloud contact center solutions to support a global technology community. Bright Pattern is hosting a webinar with UberCloud, 'Supporting a Global...

Most Online Adults Now Use Social Networking

Jan 8, 2014 10:35:37 AM

New data from Pew Research confirms that social media is no longer just for youth. Some 73 percent of online adults now use a social networking website of some kind, and some 42 percent of online adults now use multiple social networking sites.

Bright Pattern Welcomes Impact Learning Systems to Telecommuting Council

Jan 6, 2014 10:17:52 AM

Bright Pattern welcomes Impact Learning Systems, a division of Miller Heiman, to the Telecommuting for the Disabled Advisory Council. Impact Learning systems have been working with Fast Forward, a non-profit devoted to helping underserved...

Turn Your Money Losing Contact Center into a Profit Maker

Jan 2, 2014 1:48:19 PM

We just published another great recorded webinar, Inside Sales – Turning Contact Centers into Service AND Sales Centers, with Jodi Beuder of Impact Learning Systems, a division of Miller Heiman. Jodi walks through the steps you need to take to turn...

Release 3.5.2 of our Next Generation Cloud Contact Center Software Now Available

Dec 19, 2013 2:42:17 PM

Release 3.5.2 of ServicePattern, our next generation cloud contact center software, has been released to our partners and deployed in our public cloud datacenters.

Stats on Multi-generational Families Mean Changes for Marketers

Dec 2, 2013 4:10:39 PM

New data from Mintel, a market intelligence firm in the U.K. reveals some insights about multi-generational families that can impact marketers.

Poor Customer Service Puts $1.3 trillion Up for Grabs in U.S. Companies Have to Evaluate Omni Channel Customer Experience

Nov 1, 2013 3:56:32 PM
In the U.S., 81% of customers that switched say companies could have done something to prevent them switching. (Accenture)

It's time for companies to evaluate and start providing omnichannel customer experience, otherwise, unsatisfied customers...

Activity Forms for Outbound Campaigns

Oct 28, 2013 3:28:01 PM

Our latest version of ServicePattern now enables the contact center to define data forms for outbound campaign interaction handling. These forms can be pre-filled with data from third-party databases (via scenarios, and our scenario builder visual...

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